A Life of Service: Amy Root’s Career Journey from Frontline Agent to Vice President

In this Life at ADT blog, we’re joined by Amy Root, the Vice President of Operations Service Centers, whose inspiring journey reflects the essence of ADT as an employer that values growth and development. Starting 22 years ago as a front-line agent, she embarked on a path driven by a commitment to provide for her family. Over the years, her dedication and passion for helping others have seen her rise to a senior leadership role. Today, she leads with a great purpose, embodying the core values of ADT by serving and inspiring both her team and customers. In this blog post, we explore her career journey, her current role, and the deep sense of purpose that drives her work at ADT.

Share a bit about your career journey and how you came to work at ADT?

I joined ADT 22 years ago as a front-line agent after moving back from Chicago as a single mom. A friend who worked here referred me, and my immediate goal was to support my son. I planned to focus on my career goals once I had a stable income. Over the years, I discovered the critical role ADT plays in helping save lives and became interested in advancing my career, particularly in leadership. My background in Psychology inspired me to help and lead people, and ADT provided the clarity I needed to turn that inspiration into a career.

Describe your current role and responsibilities at ADT.

Currently, I am the VP of the Operations Service Centers. I am responsible for serving and empowering my leaders, first and foremost. Our job responsibilities entail serving our field and technician partners and customer technical support.

What has been one of the most memorable or impactful moments in your career at ADT?

In my late 20s, I set a goal to pursue an MBA to advance my career in senior leadership, specifically in finance, aiming to serve others on a larger scale. As a mother of two, I decided to have a third child and devised a plan to attend evening classes while working as a Senior Manager. During this time, I was leading a project to upgrade our main scheduling platforms, which was a huge, yet fulfilling, undertaking. Balancing work, pursuing a higher degree, and raising three children was challenging, but I was determined. Applying my learnings, I was promoted to Director about two years later, fulfilling my career aspirations, and approximately five years later, I successfully obtained my MBA.

Share a story or example of a moment when you felt particularly proud to be part of ADT.

At ADT, we host “Life Saver” events, which provide an opportunity for ADT employees to meet the customers who they helped protect. A few years ago, I was given the incredible opportunity to visit a customer site in the Rochester, NY area, whose family’s home caught on fire. This was an emotional and eye-opening experience, seeing first-hand how the company I work for was responsible for helping to save one of my neighbors and their family from a fire.

What is the importance of building and fostering relationships in your role?

Relationship building is a critical part of any role at ADT. When you go beyond your comfort zone to connect with someone new, you’re allowing yourself more networking opportunities, potentially learning a new side of ADT’s business, and enforcing collaboration. Building relationships with teammates and cross-functional partners helps in finding solutions to problems faster and ultimately helps us better serve our customers.

Share a bit about your purpose and what drives you both personally and professionally.

My purpose is to lead and serve anyone and everyone I encounter, not just those I support as a direct reporting relationship, but anyone who needs advice or a thought partner. I pride myself in being there for others, finding time to help, and always doing what I say I am going to do. This is something I’m passionate about at work, not because it is my ‘job,’ but it is who I am outside of work, too. I choose to bring laughter, comradery, trustworthiness, and transparency to every encounter.

At ADT, your work serves a great purpose. How does that make you feel?

I feel dedicated to fulfilling a noble purpose. I’m constantly seeking the best solutions for both the company, our customers, and our people. I strive to balance critical support for our customers and stakeholders and aim to be a role model whom our front-line heroes feel comfortable reaching out to, whether for specific issues or just for support.

Amy’s career journey story is a testament to ADT’s supportive environment, where employees are empowered to grow, take on new challenges, and make a meaningful impact. Interested in helping shape your legacy at ADT? Explore open opportunities using the “Search Jobs” field.